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Complaint Details
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Initial Complaint
03/13/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I purchased a diamond from Blue Nile in December. Then I purchased the setting the following month. In order to have the diamond set I would have to return the diamond Toto Blue Nile. I was told it would vm e sent out next day well ************************************* the showroom and had not been sent back for setting. It is impossible to speak with a manager and cant get a date of when I will receive it. We are going on vacation on 3/15 and I was going to propose and BN has most likely destroyed this plan. BN is great when you are purchasing but after that they are **** They told me they have way to track anything and there is no internal communication.Business response
03/13/2024
Details on my end indicate the customers order was successfully shipped, delivered and received as of 3/1/2024 well before his travels quoted for 3/15. Last date of official contact was 2/29/2024 at 1:43pm PSTInitial Complaint
03/05/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
I purchased a wedding band for my husband to be from Blue Nile in December of 2023. The ring arrived in January and was too small, so I returned it for a resizing. I was informed this would take 4-6 weeks. We received no communication for over a month. I called and was told that the ring was finished being resized, and should be shipping out within two weeks. Two weeks later, we have no ring, no response from Blue Nile, and no shipment date. I called again, as we are now 8+ weeks into the promised 4-6 week turnaround time, and I was told that they would reach out to the vendor and email me an approximate ship date. We received zero communication. I called again, and was told this time that the order needs to be updated from a resize to an exchange, and it never was, and I could either wait until someone decides to send my husbands ring, or spend the money out of pocket to buy ANOTHER ring and wait 5+ weeks for a refund. Are you joking???? They lied about resizing it, they lied about the work that was being done to it, they actually never touched the ring. They lied about the ship dates, they lied about the work being completed. Is this ring even real metal, or is that a lie too? The wedding is approaching faster and faster and my husband STILL HAS NO RING. And we still have NO ANSWERS on when or if theyre ever going to ship it. And Im out about $1000. My ideal resolution? Give me a refund today, right now, not in two months, and ship me a new ring in the correct size (12.5), TODAY, RIGHT NOW, since everything that this business guarantees is absolute fraud and lies, and a waste of MONTHS AND MONTHS of my time. I shouldve read these reviews before ever placing an order here. So much stress, and for what? No ring.Business response
03/08/2024
Thank you so much for alerting Blue Nile to this. Details on my end indicate we are on track for fulfillment and anticipate a ship date of 3/11/2024 barring any unforeseen delays. The representative you are working with, will continue to keep you updated.Customer response
03/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please note action was ONLY taken by the business AFTER I had to file a BBB complaint. It is unfortunate the lengths that I have had to go to in order to get a response from this business, and I will not be purchasing anything else from this business in the future.
Sincerely,
***************************Initial Complaint
03/01/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
Order ********** was returned and delivered on 1/29. After multiple contact I still have not received a refund. This company ghastly effectively stolen over $7k from meBusiness response
03/04/2024
We will reach out to the customer to create pathway for communication and work towards a satisfactory solution and some solid answers.Customer response
03/04/2024
Complaint: 21373642
I am rejecting this response because:
There is still no resolution. That response sounds like it was written by **
*************************Business response
03/08/2024
My apologies that the responses sound to be AI generated. I can assure you it is not. Most importantly, I can confirm that the funds have been released and would encourage for you to check with your financial institution regarding the length in time to see the funds on your end. We apologize for any inconvenience that this has caused but we appreciate your continued patience throughout this entire matter.Initial Complaint
02/28/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
I purchased a pair of earrings. I received the earrings and decided that I did not want to keep them. I returned the item following exactly Blue Niles instructions. Blue Nile received the earrings and said that they were damaged. They received the returned earrings. After repeated called, it took Blue Nile 8 weeks to decide that they would not issue a refund. I never wore the earrings and Blue Nile will not issue a refund. Do not buy from this company. They do not stand behind their products. If the earnings were damaged, they were damaged during shipping. Before this, I was a great customer. Now they have lost a customer for life.Business response
02/29/2024
We want to assure you that your feedback is invaluable to us, and we are committed to addressing the issues that led to this lapse in our service. Our team is already working diligently to identify areas for improvement and implement measures to enhance the overall customer experience. It is our sincere hope that you will give us another opportunity to serve you and demonstrate our dedication to delivering the high-quality service that you rightfully expect from us. We are confident that the improvements we are implementing will result in a more delightful experience for you on your next visit. We will reach out to the customer and worked towards a satisfactory solution.Customer response
03/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************Initial Complaint
02/25/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
I purchased an item on 2/3. It was supposed to be shipped within 24 hours, per their website. It shipped 3 days later. I received the item on 2/8 and it was underwhelming. It was returned the same day on 2/8 via ****** The item was received back to Blue Nile on 2/12. Their website says they will notify me of receipt within 24 hours, the item would be reviewed within 4-5 business days with an emailed update, and the refund would be issued once reviewed during that 4-5 business days. Its been nearly three weeks and I havent received one email under their posted policy, and theyre outside of their own stated policies. Very poor customer service and theyve neglected to follow their own policies.I reached out several times. Im told it will now take 4-6 weeks to get the refund. No where in the policy is that mentioned. I asked for a supervisor and was ignored. Im looking to get a full refund, as theyve acknowledged receipt of the item and have been in receipt of the item for weeks. As there are many BBB reports claiming they issued a refund, but never actually did, I would like an email confirmation of the receipt of the refund.Business response
02/29/2024
We want to assure you that your feedback is invaluable to us, and we are committed to addressing the issues that led to this lapse in our service. Our team is already working diligently to identify areas for improvement and implement measures to enhance the overall customer experience. It is our sincere hope that you will give us another opportunity to serve you and demonstrate our dedication to delivering the high-quality service that you rightfully expect from us. We are confident that the improvements we are implementing will result in a more delightful experience for you on your next visit. I can confirm that the customers refund has kicked off and has been finalized.Customer response
03/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
02/17/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I purchased the Mid-weight Comfort Fit Wedding Ring in Platinum (2mm) on December 22, 2023 (Order #**********) for my wife for $408. The ring arrived on December 27, 2023 with the incorrect engraving- Blue Nile's error. I contacted Blue Nile customer service immediately. Instead of offering a new ring with the correct inscription, Blue Nile told me to return it for their repair process. I returned the ring immediately, shipping it on December 27, 2023. It was received by Blue Nile on January 2, 2024. On January 29, 2024- 38 days after the purchase and 27 days after Blue Nile had received the return- Blue Nile finally emailed that the jewelry had just gone into being serviced. This email indicated that the ring would receive a "final ***************** inspection on or around February 14, 2024"- 54 days after the order and 49 days after I returned it. I then emailed Blue Nile customer service on January 31, 2024. ********************** responded on February 1, 2024, offering no actual help to get the ring faster or provide a resolution: "I will monitor your order and provide updates for you." There was no update until 13 days later, on February 14, 2024 - 54 days from the date this ring was ordered, 49 days from when I returned it and 43 days from when Blue Nile received it back. The update said "Your wedding ring is currently being processed through our Quality Control team, this can take 1-3 business days" to complete. I received the ring in the mail on February 16, 2024- 56 days after my original order, 51 days from when I returned it and 45 days from when Blue Nile received the ring back. The ring arrived completely scratched up on all sides, and while the inscription is technically correct, it is much poorer quality than the original inscription. Note- the ring was NEVER worn. Instead of receiving a ring of new quality like I paid for, I received a damaged ring due to Blue Nile's multiple failures with no sort of resolution offered, 56 days after the date of purchase.Business response
02/29/2024
We want to assure you that your feedback is invaluable to us, and we are committed to addressing the issues that led to this lapse in our service. Our team is already working diligently to identify areas for improvement and implement measures to enhance the overall customer experience. It is our sincere hope that you will give us another opportunity to serve you and demonstrate our dedication to delivering the high-quality service that you rightfully expect from us. We are confident that the improvements we are implementing will result in a more delightful experience for you on your next visit.Initial Complaint
02/12/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I purchased a ring in November of 2023 and received it quickly. Upon getting engaged we quickly noticed that the diamond was set poorly and the prongs were off centered as well as the setting. It was obvious to the naked eye. We got a master jeweler to give us a second opinion and they said the same things. We sent it back to blue Nile and got no response of turnaround time or anything. Finally we were able to reach ****** who apologized for no one reaching out but still didnt have a time frame on the return. It was over 4 weeks when we finally got an email stating the ring was being processed and fixed. We received the ring and NOTHING HAD BEEN DONE. The ring had not been touched and the master jeweler confirmed that no service had been done to the ring and it was still set horribly. I want a partial refund for the price it will take me to get the ring fixed.Business response
02/12/2024
We will reach out to the customer and make contact on the next steps.Initial Complaint
02/07/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I purchased some earrings for my partner. The earrings come and look great, but the first time she wears them one of the clasps failed and as a result the earring fell out we tried and failed to find it. I contacted customer support for a replacement as it says they have a lifetime warranty. But they tell me it doesn't cover lost merchandise even though it was lost due to a manufacture defect.Business response
02/08/2024
Thank you for alerting Blue Nile to this. We will reach out to the customer and work towards a satisfactory solution.Initial Complaint
02/03/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
Purchased a pair of earrings from Blue Nile for $390. They have a 30 day exchange policy from date of shipment. I attempted to get a return authorization within the ********************************************************************************************** the picture on their website and the stated dimensions were not consistent with what I received. The item has subsequently gone on sale for 50 percent of the price I paid.Business response
02/06/2024
We do not have any records or purchases for this customer. Please provide more information so that we can assist with a satisfactory solution.Initial Complaint
02/02/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I am writing to express my extreme dissatisfaction with the diamond upgrade process at your company. Despite my attempts to upgrade my diamond engagement ring, I have encountered significant issues, resulting in a frustrating and distressing experience.I initially engaged with three different agents, none of whom were able to provide assistance or resolution to my concerns. Furthermore, I discovered that the information provided regarding the holding of my diamond during the upgrade process was inaccurate. This misinformation, coupled with my repeated attempts to make payments, has added to the confusion and frustration.To exacerbate matters, my current diamond engagement ring is now missing, and the diamond supposedly held for the upgrade is no longer available. The lack of transparency and accountability in this matter is unacceptable. I am furious and deeply disappointed with the level of service I have received thus far.I have meticulously documented phone call logs and have sent over ten emails, none of which have received a response. This lack of communication is unacceptable, considering the urgency and importance of resolving this situation promptly.I'm asking that Blue Nile take immediate action to rectify this matter. I expect a thorough investigation into the whereabouts of my original diamond engagement ring and a clear explanation regarding the unavailability of the held diamond for the upgrade. Additionally, I insist on a resolution plan to address the miscommunication and lack of assistance from your representatives.*********,*****************************Business response
02/06/2024
We apologize that the customer experience has not lived up to the standards Blue Nile has been known for. We will reach out to the customer and work towards a satisfactory solution. Last date of contact was 2/6/2024
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Customer Complaints Summary
116 total complaints in the last 3 years.
65 complaints closed in the last 12 months.